직무소진과 조직유효성의 관계에서 자기효능감, 감성지능, 사회적 지원의 조절효과에 관한 연구 = (The) moderating effect of self-efficacy, emotional intelligence, and social support in the relationship between job burnout and organizational effectiveness

국문 초록 (Abstract)

본 연구는 직무소진이 직무만족과 조직몰입 등 심리적 반응에 어떠한 영향을 미치며, 이 과정에서 감성지능, 자기효능감 및 사회적 지원 변수의 조절변수 영향을 검증하는 것을 목표로 하고 있다. 이러한 연구의 목적을 달성하기 위하여 본 연구는 기존의 연구를 기초로 한 이론적 틀을 구축하고 여기에서 도출된 변수를 설정하며 이들 변수간의 관계를 실증적 분석을 통해서 검증하고자 하였다. 또한 설정된 가설은 회귀분석(regression analysis), 위계적 회귀분석(hierarchical regression ana1ysis), T-test, ANOVA를 적용하여 검증하였다.
본 연구의 대상이 되는 표본은 전라북도 소재 기업체에 근무하고 있는 근로자를 대상으로 하였으며 표본의 추출방법은 비확률 추출방법(nonprobability sampling method)중 편의 추출방법(convenience sampling method)에 의하여 이루어졌다. 본 조사를 위한 설문지의 배포와 수집기간은 2010년 1월 1일부터 동년 3월 30일까지였고, 본 분석에 이용되어진 것은 347부였다.
설정된 가설의 검증결과는 다음과 같다. 첫째, 직무소진은 조직유효성에 유의적한 영향을 미치고 있다. 구체적으로 직무만족은 정서적 탈진과 성취감 저하가, 조직몰입은 정서적 탈진과 성취감 저하가 영향을 미치고 있다. 둘째, 직무소진과 조직유효성과의 관계에서 조절변수의 효과가 인정되고 있다. 조절효과가 인정된다는 것은 자기효능감, 감성지능, 사회적 지원이 높은 근로자는 그렇지 못한 근로자에 비해 상대적으로 직무소진의 수준이 낮기 때문에 조직유효성이 높게 나타난다는 것이다. 특히 조절효과가 정서적 탈진, 비인격화 및 성취감 저하의 순으로 높게 나타나고 있어 소진의 초기 증상에 대한 중요성이 강조된다. 셋째, 전반적으로 직무소진의 수준이 높게 나타나고 있으며, 성별을 제외한 모든 변수가 통계적인 유의성이 인정되고 있다.
검증결과에 따른 시사점은 다음과 같다. 첫째 직무소진에 대한 조직과 개인의 공감대 형성은 매우 중요하게 다루어져야 한다는 것이다. 둘째 직무소진을 위한 교육훈련과 자기개발 프로그램이 중요하게 다루어져야 한다는 것이다. 셋째, 근로자의 직무수행 과정에서의 개인적 감정이 중요하게 다루어져야 한다는 것이다. 넷째, 직무소진의 관리는 개인의 직무만족과 조직몰입을 통해 조직의 효율성올 증가시킬 수 있으며, 이 과정에서 조절변수의과 효과가 검증되어 개인차를 고려한 체계적인 직무소진 관리전략이 요구된다는 것을 시사하고 있다.
본 연구의 한계점은 다음과 같다. 첫째, 표본을 설정하는데 있어서 특정지역 기업 근로자를 대상으로 함으로서 연구결과에 대한 일반화의 문제점이 존재한다. 둘째, 연구가 한 번의 설문조사 방법에 의존함으로서 횡단적 조사에 의한 문제점을 극복하지 못했다는 것이다. 셋째, 근로자의 개인적 차이에 의한 조절효과만을 검증함으로서 연구과정에서 야기되는 외생변수의 영향력을 완전히 배제했다고 할 수 없다. 그러나 본 연구는 직무소진에 의한 심리적 현상이 조직유효성에 미치는 영향을 분석하고, 근로자의 개인차에 의한 조절효과를 통한 세분화 된 분석을 통해 근로자 개인의 정신 및 신체적 건강을 확보하고 조직의 성과를 극대화하는데 기여할 것으로 본다.

다국어 초록 (Multilingual Abstract)

The main purpose of this study is to prove the moderating role of emotional intelligence, self-efficacy, and social support in the relationship between job burnout and organizational effectiveness. To accomplish this purpose, theoretical framework was established and variables were selected to test the hypotheses proposed based on past empirical findings. The hypotheses were tested by applying statistical tools such as regression analysis, hierarchical regression ana1ysis, T-test, and ANOVA.

The sample consisted of employees working at companies in Collabukdo Province and was extracted by convenience sampling method of nonprobability sampling method. The distribution and collection of the sample was done between Jan. 1, 2010 and March 30, 2010. The final sample size used in the study was 347.

The result of the hypothesis testing is as following:

First, job burnout is negatively related to organizational effectiveness. Specifically, emotional exhaustion and declining feeling of accomplishment were negatively related to job satisfaction.

Second, the moderating role of emotional intelligence, self-efficacy, and social support in the relationship between job burnout and organizational effectiveness was found to be existing. Specifically, the higher the emotional intelligence, self-efficacy, and social support, the lower the job burnout and the higher the organizational effectiveness. The most moderating role exists by the emotional exhaustion, and then depersonalization and declining feeling of accomplishment in sequence.

Third, the job burnout level of the sample was high in general and was significantly different depending on the demographic variables except the gender variable.
The implication of the study is as following : First, it is very important to understand the effect of job burnout on individual and organization. Second, training and development program on lessening job burnout should be introduced. Third, individual emotion should be considered important in the working process of employees. Fourth, it should be emphasized that the management of job burnout ends up with job satisfaction and organizational effectiveness and the individual difference variables such as emotional intelligence, self-efficacy, and social support play a moderating role.

The limitation of the study is as follows : First, there exists the problem of generalization due to the characteristics of the sample, i.e. location of the sample. Second, this study is based on one-shot cross-sectional study, not on longitudinal study. Thus the resulr can not verify the causal relationships. Third, there may be the extraneous variables which were not included in this study.
However, this study will contribute to the mental and physical well-being of individuals and organizational effectivesness.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 문제의 제기 1
• 제 2 절 연구의 목적 3
• 제 3 절 연구의 방법과 구성 5
• 제 2 장 이론적 배경 9
• 제 1 절 직무소진의 이론적 고찰 9
• 1. 직무소진의 개념 9
• 2. 직무소진의 원인 12
• 3. 직무소진의 단계 14
• 제 2 절 직무소진 증상과 측정 요소 16
• 1. 직무소진의 증상 16
• 2. 직무소진의 측정요소 21
• 3. 직무소진의 선행연구 23
• 제 3 절 직무소진과 조직유효성의 관계 25
• 1. 직무소진과 직무만족의 관계 25
• 2. 직무소진과 조직몰입의 관계 32
• 제 3 장 직무소진에 관한 조절변수 38
• 제 1 절 자기효능감의 조절효과 38
• 1. 자기효능감의 개념 38
• 2. 자기효능감의 조절효과 40
• 제 2 절 사회적 지원의 조절효과 45
• 1. 사회적 지원의 개념 45
• 2. 사회적 지원의 조절효과 48
• 제 3 절 감성지능의 조절효과 50
• 1. 감성지능의 개념 50
• 2. 감성지능의 조절효과 53
• 제 4 장 연구 설계와 연구 방법 57
• 제 1 절 가설과 연구모형 57
• 1. 연구모형의 설정 57
• 2. 가설 설정 58
• 제 2 절 변수 설정 및 분석기법 66
• 1. 변수의 조작적 정의 66
• 2. 분석기법 70
• 3. 표본 및 설문지 구성 71
• 제 5 장 가설 검증 75
• 제 1 절 신뢰성과 타당성 검증 75
• 1. 타당성 검증 75
• 2. 신뢰성 검증 b80
• 제 2 절 가설 검증 82
• 1. 가설 1의 검증 82
• 2. 가설 2의 검증 85
• 3. 가설 3의 검증 89
• 4. 가설 4의 검증 94
• 5. 추가분석 98
• 제 6 장 결 론 100
• 1. 검증 결과의 분석 100
• 2. 시사점 및 한계점 104
• <부록> 107
• 1. 참고문헌107
• 2. 설문지 118

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